How to customize the Knowledge Article preview popup in Service Operations Workspace?

[ViniciusLuz]

Hi everyone,

I'm trying to customize the Knowledge Article preview popup/modal in Service Operations Workspace (SOW).

This is the modal that opens when an agent selects a Knowledge Article from the contextual search/OneSearch panel while working on an Incident.

Currently, the modal displays the article title and content, followed by the Helpful? Yes/No section.

My requirement is to display additional metadata at the top of the preview, such as:

• Article Number
• Knowledge Base
• Author
• Last Updated

I've been investigating the UX components and found the Attach and share article macroponent in sys_ux_macroponent, which appears to use the Knowledge Content component and a Get Preview Fields data resource. However, this component isn't normally exposed as a page in the SOW UI Builder experience, and opening the macroponent directly doesn't provide the runtime context/test values needed to reproduce the popup.

Has anyone customized this specific Knowledge Article preview experience in SOW?

In particular, does anyone know:

1. Which UI Builder page/macroponent actually controls the Knowledge Article preview opened from contextual search?
2. How to access/edit that experience through UI Builder?
3. Whether there is a supported configuration for controlling the fields displayed in the preview, rather than modifying the OOTB macroponent?
4. How the Knowledge Article sys_id and other runtime properties are passed into this component?

I'm trying to avoid modifying protected/OOTB components directly if there is a supported extension/configuration point.

Any guidance would be appreciated.

[ben_hollifield]

Hey @ViniciusLuz - My name is Ben Hollifield, and I'm the product owner for OneSearch at Yansa Labs. From your screenshot, I can see that you are using our search and the custom Knowledge preview modal that ships with OneSearch. This is part of the OneSearch product and not an OOB component in ServiceNow.

In terms of configuration, you are able to control the ability to comment, rate, and flag articles using the OOB sys_properties in ServiceNow. However, there is no configurable ability to add fields like number, knowledgebase, author, etc - that would require customization of the OneSearch code. You can add those fields to the search results list, so the user can see that information prior to the click. However, the modal view simply displays the KB content and feedback section.

If you want, feel free to reach out to me directly at ben@yansalabs.com or via the support page on our website @ https://www.yansalabs.com/support. We'll be happy to do our best to help!